Description
Sparkcentral, a modern customer engagement platform that enables enterprises to deliver amazing customer experiences, announced today the newest addition to the platform, Secure Authentication. This latest product is made possible by the unique, extensible workflow capabilities of the Sparkcentral Customer Engagement Platform, which powers real-time customer support experiences at scale for many service-first brands like T-Mobile, Delta Air Lines and Discover.Keeping customer data secure should be a top priority for every company, however social networks are not inherently secure. All interactions, including those over private or direct messages are not encrypted and stored at rest within the social network’s database. This makes all information such as PII (Personally Identifiable Information) and PCI (Payment Card Information) shared over social potentially accessible outside of an enterprises’ support organization.Sparkcentral’s Secure Authentication service enables enterprises to compose a branded authentication experience where sensitive customer information like account numbers, email addresses, and phone numbers can be shared through a secure and encrypted environment. Secure Authentication provides a redirect for the submission of account information directly from customers to care, enabling agents to provide quicker support after receiving the exact information they need. This data is then automatically synced to the unique customer profile in Sparkcentral for instant access by customer service agents.